Guest Services Manager

The Westin Anaheim Resort; Anaheim (CA); On-site; USD 70,000 - 95,000; Full time

Job summary

Wincome Hospitality is seeking a Guest Services Manager in Anaheim to lead the Guest Services/Concierge and Front Services teams, delivering an anticipatory luxury guest experience from pre-arrival through departure.

You will supervise managers and hourly staff, recruit, train, plan staffing, and uphold safety, security and brand standards across Front Office operations. Excellent leadership in a high-volume luxury environment is required.

Qualifications

• High school diploma or GED required.
• Five years of progressive Front Office, Guest Services, Bell/Valet, Concierge or related experience.
• Two-year or four-year degree in Hospitality Management, Hotel and Restaurant Management or related field preferred.
• Demonstrated experience leading managers, supervisors and hourly teams in a high-volume operation.
• Working knowledge of labor planning, budgeting, forecasting, purchasing and financial statements.
• Proficiency with Microsoft Office and hotel property-management and guest-service systems (LightSpeed, GXP, Workday or equivalent).

Responsibilities

• Provide integrated day-to-day leadership of the Guest Services/Concierge and Front Services teams.
• Lead assigned supervisors and hourly associates in accordance with company policies, procedures, and applicable laws.
• Act on behalf of the Director of Front Office when assigned, providing department-wide decisions and leadership continuity.
• Participate in recruiting, onboarding, training, scheduling, coaching and performance evaluations.
• Set clear goals and feedback; communicate expectations to leaders and associates.
• Plan and verify daily, weekly, monthly work assignments and follow-up responsibilities.
• Maintain staffing coverage according to forecasted levels and labor budgets.
• Ensure adherence to safety, security, and cash-handling procedures.
• Develop operating plans for peak occupancy and special events across Front Office operations.
• Lead daily stand-up meetings and real-time coaching to uphold luxury-service standards.
• Oversee Front Services controls: drive flow, valet, luggage, transportation and VIP handling.
• Provide hands-on support during peak demand or disruptions.
• Audit revenues and ensure compliance with policies and procedures.
• Coordinate with Housekeeping, Engineering, F&B, Reservations, Sales, Events, Security and Finance to align operations.

Skills

Leadership

Guest services

Concierge

Staff management

Education

Hospitality Management Degree

Business Administration Degree

Tools

Microsoft Office

PMS systems

LightSpeed

GXP

Workday

Job description

GENERAL DESCRIPTION:

The role leads the Guest Services/Concierge and Front Services teams, including Club Lounge, Concierge Desk, Valet, Bell and Door Services, Self-Parking, luggage assistance, transportation coordination and related front-of-house operations. This position directs supervisors and associates in delivering an anticipatory, personalized luxury guest experience from pre-arrival through departure; protects the guest experience during operational challenges; maintains a safe and secure environment; improves guest and employee satisfaction; and supports departmental financial performance.

WORK REQUIREMENTS:

Guest Services Manager Responsibilities:

• Provide integrated day-to-day leadership of the Guest Services/Concierge and Front Services teams.
• Lead assigned supervisors and hourly associates in accordance with company policies, procedures, and applicable laws.
• Act on behalf of the Director of Front Office when assigned or in the Director's absence, providing department-wide decisions, escalation support and leadership continuity.
• Participate in recruiting, interviewing, reference and selection processes, onboarding, training, scheduling, coaching, performance evaluation, recognition, corrective action, performance-improvement plans and professional development in accordance with company policy and applicable law.
• Set clear goals and performance criteria; communicate expectations and provide timely, specific feedback to leaders and associates.
• Plan, distribute, delegate and verify daily, weekly, monthly, quarterly and annual work assignments, checklists and follow-up responsibilities.
• Maintain staffing and leadership coverage according to forecasted business levels, service requirements, productivity standards and labor budgets.
• Ensure associates understand and execute safety, security, emergency, privacy, cash-handling and key-control procedures.
• Verify departmental readiness for property emergency procedures and ensure policies, coaching and corrective-action documentation are administered fairly and consistently.
• Develop coordinated operating plans for peak occupancy, special events, holidays and group arrivals, aligning lobby and front-drive flow, staffing, Valet, Bell/Door, transportation, luggage and VIP requirements.
• Maintain clean, safe, organized and guest-ready work areas and public-facing departmental spaces.
• Conduct regular front-of-house inspection rounds to assess appearance, safety, staffing, security and maintenance; initiate and verify corrective action.
• Lead daily stand‑up meetings and operational briefings; audit service delivery and provide real‑time coaching to reinforce property and luxury‑service standards.
• Oversee Front Services operations and controls, including front‑drive traffic flow, vehicle staging, key and claim‑ticket accountability, luggage handling and storage, guest mail and packages, lost and found, transportation coordination and seamless arrivals and departures.
• Maintain proficiency in the functions supervised and provide hands‑on operational support during peak demand, staffing gaps or service disruptions.
• Provide clear shift handoffs regarding business levels, guest needs, unresolved issues and ownership of follow‑up.
• Audit valet and self‑parking revenues and implement strategies to boost parking revenues.
• Complete safety and vehicle damage inspections daily.
• Complete safety and vehicle damage inspections daily.
• Audit Tip Log to ensure that all associates are reporting and dispersing tips according to procedures.
• Ensures disciplinary procedures and documentation are completed according to standard and local operating procedures and supports the peer review process.
• Ensure all in‑house group activities, locations and times set and communicate with staff.
• Complete audits on associate customer service including shadowing and role playing for both Bell and Valet functions.
• Organize and assist with the delivery of guest room amenities and supplies as needed.
• Parking, retrieve, and take care of our guests' personal vehicles.
• Handle, deliver, carry, and store luggage to guest rooms and storage closets.
• Load and unload guest luggage from vehicles.
• Complete Vehicle Safety training with the Front Services Team in conjunction with Security leadership.
• Coordinate large group activity and offsite overflow parking procedures for large events when necessary.
• Process payroll including porterage and room drop gratuities to associates

Concierge & VIP Services:

• Serve as a visible luxury host who creates genuine rapport, anticipates guest needs and models calm, discreet, professional and courteous service.
• Continuously evaluate and refine the end‑to‑end guest journey, removing friction, strengthening personalization and creating memorable moments across Front Office, Concierge, Valet and Bell interactions.
• Oversee pre‑arrival outreach for designated VIP and high‑touch guests; confirm arrival details, billing arrangements, preferences, allergies, special occasions, transportation, amenities and other stay requests.
• Ensure guest profiles and preference information are complete, accurate, appropriately documented and communicated to the departments responsible for fulfillment.
• Coordinate personalized welcomes, amenities, itineraries, on‑property experiences, luggage assistance, transportation and memorable departures with the appropriate department leaders.
• Maintain current knowledge of Orange County attractions, dining, events, excursions, transportation and local services; ensure the team provides accurate, tailored recommendations.
• Respond promptly and professionally to guest requests and feedback received in person, by telephone, email, text, chat, survey, letter or other approved channel; follow through to confirmed resolution.
• Review guest‑satisfaction platforms, service‑issue logs and survey results; ensure timely follow‑up, identify recurring trends and convert findings into leader accountability, coaching and measurable experience improvements.
• Resolve guest problems and complaints within established empowerment guidelines and elevate significant safety, security, financial or reputational concerns.
• Promote and uphold luxury service, AAA Four Diamond, Marriott brand and property standards

Managing Profitability:

• Prepare schedules and process payroll in alignment with forecasted demand, labor budgets, productivity standards and service requirements.
• Monitor departmental expenses, purchasing, cost controls, revenue, occupancy and financial performance; support departmental profit‑and‑loss objectives.
• Maximize room and ancillary revenue through inventory awareness, appropriate upselling, upgrades and approved add‑on strategies.
• Identify operational or financial variances and implement sustainable corrective actions.
• Generate financial reports each month and identify discrepancies.

Communication & Cross‑Functional Coordination:

• Represent Front Office leadership and partner closely with Housekeeping, Engineering, Food & Beverage, Reservations, Sales, Events, Security, Finance and Revenue Management to align operations and deliver a coordinated luxury guest experience.
• Serve as Manager on Duty when assigned, acting within established authority and completing required incident and MOD reporting.
• Ensure group commitments, contracted benefits, complimentary services, high‑end amenities and special arrangements are delivered accurately and on time.
• Use professional etiquette across all communication channels and represent the hotel appropriately at required meetings, training and approved events.

Systems, Compliance & Brand Programs:

• Operate required property‑management, guest‑service, scheduling, payroll, communication and reporting systems accurately.
• Ensure accurate profiles, reservations, requests, loyalty activity, service recovery documentation and operational reporting.
• Apply all policies consistently and protect guest information, payment data, keys, cash and hotel assets.
• Verify required brand and property service programs are implemented, communicated and executed consistently across all assigned areas.

EDUCATION & PHYSICAL REQUIREMENTS

Qualifications and Experience:

• High school diploma or GED required.
• Five years of progressive experience in Front Office, Guest Services, Bell/Valet, Concierge or a related hotel operations discipline preferred; luxury or upper‑upscale hotel experience strongly preferred.
• Two‑year or four‑year degree in Hospitality Management, Hotel and Restaurant Management, Business Administration or a related field preferred.
• Demonstrated experience leading managers, supervisors and hourly teams in a high‑volume operation and achieving service, labor and revenue goals.
• Working knowledge of labor planning, budgeting, forecasting, purchasing, cost control and financial statements.
• Proficiency with Microsoft Office and hotel property‑management and guest‑service systems; LightSpeed, GXP, Workday or comparable systems experience preferred.

Physical and Scheduling Requirements:

• Ability to stand and walk for extended periods throughout the shift.
• Ability to occasionally kneel, push, pull, reach, climb stairs or ramps and lift or carry up to 30 pounds, following hotel safety procedures.
• Frequent use of hands for keyboarding and arms for reaching.
• Flexible availability required based on business needs, including early mornings, evenings, overnight coverage, weekends, and holidays.
• Regular and reliable attendance and compliance with property appearance, grooming and uniform standards.

Communication Requirements:

• Able to communicate fluently and effectively in English, both verbally and non‑verbal; bilingual capability preferred.
• Able to listen actively, communicate complex information clearly and work effectively with guests requiring patience, tact and diplomacy to resolve conflicts.
• Strong organization, judgment, discretion, attention to detail, follow‑through and ability to manage multiple priorities and deadlines.

Licences/Certifications:

• Valid driver's license required when operating hotel vehicles or performing transportation‑related duties.
• Hospitality, tourism or concierge certifications and professional recognition preferred.

EOE/M/F/D/V/SO

We participate in E-Verify

Source: Wincome Hospitality